Driver Support Representative

About the role

The Driver Support Team needs representatives to help drivers and carriers with tracking, shipment visibility and day-to-day load questions, including weekend coverage. You will work closely with the Customer Service and Track & Trace teams, taking driver calls, fixing tracking and app issues and managing email cases so loads stay visible through the weekend. This is an on-site role at offices in La Ceiba and San Pedro Sula, Honduras.

Key responsibilities

• Take calls from drivers and carriers about active loads: load status, tracking requirements and shipment procedures
• Troubleshoot tracking problems such as location updates, tracking activation, connectivity and app issues, and walk drivers through the steps to get tracking working again
• Follow up on loads with visibility gaps
• Manage the support inbox by sorting cases by urgency, investigating them and resolving what you can
• Escalate critical issues that need management attention
• Write clear case notes and hand off open issues so the next shift knows what is pending

Required profile

• Advanced spoken and written English, since most of the day is spent on the phone with U.S. drivers and carriers
• Experience in customer support, driver support, track & trace or carrier-facing roles in freight and logistics; U.S. market experience is a strong plus
• Comfortable troubleshooting tracking apps and devices with someone on the road
• Strong documentation habits and the ability to handle several requests at once while staying accurate
• Schedule availability: Friday to Tuesday, 8:00 a.m. to 5:00 p.m. EST, including weekends